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RETURNS & EXCHANGES

How do I make a return?

We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it 14 days of receiving your order

Please make sure the item(s) is not discount more than 30%, in original condition, with the original packaging, original tags, and tickets attached

In the interest of hygiene, we do not accept returns or refunds on earrings, jewelry, and accessories like sunglasses unless they are defective or the wrong item was sent

A final inspection will be done to ensure all items are in their original condition before processing your returns

Returns that do not meet our policy will not be accepted and will be returned to you at your cost

If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP

How do I make an online return?

Our return policy is only applicable to any item(s) purchased online and delivered in Vietnam , within 14 days* of receiving your order.

Items purchased in physical stores are not eligible for online returns.

All online returns and exchanges are to be shipped back to the main dispatched address (From the warehouse / retail store) indicated on the parcel shipping label. If you are unsure, kindly contact customer service team.

We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.

If you didn’t receive a Return & Exchange form or if your item(s) is defective or wrong, email us at customers@charleskeith.vn with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.

OPTION 1
USING ONLINE RETURN & EXCHANGE FORM Free of charge
Do not fill in the online return form if you wish to return your item(s) in store. Return your item via your CHARLES & KEITH account.
Step 1 Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.	Step 2 You will receive an email within 1 to 2 days on your request status.	Step 3 Pack the item(s) into the original packaging.	Step 4 You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.

OPTION 1
USING ONLINE RETURN & EXCHANGE FORM Free of charge
Do not fill in the online return form if you wish to return your item(s) in store. Return your item via your CHARLES & KEITH account.
Step 1 Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
Step 2 You will receive an email within 1 to 2 days on your request status.
Step 3 Pack the item(s) into the original packaging.
Step 4 You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.

OPTION 2
RETURN IN-STORE Free of charge
Step 1 Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.	Step 2 You will receive an email within 1 to 2 days on your request status. Our customer service team will reach out to assist you to find the nearest store from your location.	Step 3 Bring the item(s) to the store you wish to return together with the return request form	Step 4 Select the item you want to exchange at the store or request a refund if you are not able to find the right item. Note: the money will be refunded to your account from 7-12 working days.
Please bring along your invoice or Return & Exchange form, as well as the item(s) you wish to return to the selected store to process your return.

OPTION 2
USING ONLINE RETURN & EXCHANGE FORM Shipping charges will be borne by you
Return your item via your CHARLES & KEITH account.
Step 1 Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
Step 2 You will receive an email within 1 to 2 days on your request status. Our customer service team will reach out to assist you to find the nearest store from your location.
Step 3 Bring the item(s) to the store you wish to return together with the return request form
Please bring along your invoice or Return & Exchange form, as well as the item(s) you wish to return to the selected store to process your return.
Step 4 Select the item you want to exchange at the store or request a refund if you are not able to find the right item. Note: the money will be refunded to your account from 7-12 working days.

How do I check on my return status?

To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.

In Progress	Your returns request has been received
Rejected	Your returns request has been denied
Completed	Your returns request has been resolved

How do I check on my item refund status?

To check on your item refund status, sign in to your account and follow the steps:

Head to My Account and select My Purchases & Returns.
Go to 'View order details' and select 'Check Return Status'.
You will be redirected to 'Return Details' page to track your item refund status.

In Progress	Your returns request has been received
Refunded	Your refund request has been resolved
Rejected	Your refund request has been denied

When will I receive my refund?

Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.

After the return has been approved, it has 2 refund methods:

Refund by credit card: it takes up from 7 to 12 workings days for the refund to be made to your payment services provider.
COD Payment: we refund to your bank account that you provide to Customers Services Department, it take up from 7 to 10 working days

Once we have processed your refund, you will receive a confirmation email from us.

* Please note that your refund will take up to 14 - 21 working days if you have made your purchase during our online sales period.

* Please note that your refund is not including shipping fee.

Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.

Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item.

The refund will be issued by CHARLESKEITH.VN to your original payment method.

We seek your understanding with delays to your refund caused by special events (e.g. online sales).

How do I make an exchange?

Exchanges are only allowed for items bought in Vietnam and available for online orders and in-store purchases.

We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), exchange it within 14 days of receiving your order.

Please make sure the item(s) is not discount more than 30%, in original condition, with the original packaging, original tags, and tickets attached.

All exchange online orders are to be returned to the main dispatched address indicated on the parcel shipping label. Applicable to exchange items that have the same or higher price than original items.

In the interest of hygiene, we do not accept returns and exchanges of earrings unless they are defective.

Exchanges are subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value; refunding you via your original payment method; or any other methods at the discretion of CHARLESKEITH.VN.

OPTION 1
VIA ONLINE STORE
For online exchanges, you are allowed to exchange items that have the same or higher price. Follow the returns procedure below and our customer service team will assist you with the process. A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
USING AN ONLINE RETURN & EXCHANGE FORM
Step 1 Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.	Step 2 You will be contacted via phone and email on your request	Step 3 Pack the item(s) into the original packaging	Step 4 You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.	Step 5 We will ship the replacement item(s) to you.

OPTION 1
VIA ONLINE STORE
For online exchanges, you are allowed to exchange items that have the same or higher price. Follow the returns procedure below and our customer service team will assist you with the process. A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
USING AN ONLINE RETURN & EXCHANGE FORM
Step 1 Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.	Step 2 You will be contacted via phone and email on your request	Step 3 Pack the item(s) into the original packaging	Step 4 You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.	Step 5 We will ship the replacement item(s) to you.

OPTION 2
VIA PHYSICAL STORE
Bring your printed invoice or the Return & Exchange form together with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store.
Step 1 Exchanges are available at selected stores only. To check if you are eligible to exchange in the store, kindly refer to the main dispatched address indicated on the parcel shipping label. If you are unsure, kindly contact customer service team.	Step 2 Present your original invoice/receipt together with the item(s) at the retail store.	Step 3 You will be entitled to an exchange of any item(s) - only accept exchange items that have the same or higher price.

OPTION 2
VIA PHYSICAL STORE
Step 1 Exchanges are available at selected stores only. To check if you are eligible to exchange in the store, kindly refer to the main dispatched address indicated on the parcel shipping label. If you are unsure, kindly contact customer service team.	Step 2 Present your original invoice/receipt together with the item(s) at the retail store.	Step 3 You will be entitled to an exchange of any item(s) - only accept exchange items that have the same or higher price.

Terms & Conditions

CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.

All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.

Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.

Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.

CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.

Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH

CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.

All Returns are at all times governed by Vietnam law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Vietnam courts.

CHARLES & KEITH's decisions on Returns are final.

NEED HELP? GET IN TOUCH WITH US

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